service quality – Jurnal Pengurusan

Kelestarian Kualiti Perkhidmatan Ekopelancongan: Aplikasi Model Analisa ‘Gap’ bagi Memahami Kepuasan Pelancong Zoo Malaysia

sufizulkarnain01 — Sat, 08 Oct 2022 19:12:34 +0000

Ecotourism sector in Malaysia is seen increasingly well received by local and foreign tourists. Concern for environmental sustainability has made the ecotourism sector bloomed and attracted the tourists who want to see stability and sustainability of the global ecosystem is in line with the progress of the tourism sector. In ensuring this is met, operators of tourist destination should be responsible for the overall service quality provided by its ecotourism destination, particularly in terms of management, maintenance, infrastructure and marketing activities. If this is not implemented and monitored properly it can lead to the unholistic formation of the tourist dissatisfaction. Sustainability in the tourism sector in general and ecotourism in particular is critical for determining the presence of tourists to a destination is assured. Therefore, this study is designed to analyze the key service quality (SERVQUAL) for ecotourism destinations in Malaysia by looking at the differences that exist in the gap (gap) between the perceptions and expectations of tourists through the application of the Gap Analysis Model. The satisfaction of tourists is surveyed by using the 5 perceptions and expectations dimensions of SERVQUAL. Each dimension is measured through scores of items. Research findings have shown that tourists are satisfied with the service quality provided with gap value at -0.731 which indicates good satisfaction level. This finding is important in identifying the critical type of service quality that needs to be improved in order to achieve fair satisfaction level in eco-tourism destination in the future, so that the sustainability of the tourism sector, especially eco-tourism can be preserved absolutely.

What are the Attractiveness Aspects that Influence Customer Loyalty to Homestays? A Study in Taiwan

syazahzwni — Sat, 08 Oct 2022 14:19:10 +0000

The purpose of this study is to investigate the direct relationship between perceived attractiveness aspects and customer loyalty. The perceived attractiveness aspects are operationalized into five dimensions, namely surroundings of the building and features; service quality; homestay facilities; homestay operation and management; and homestay geist and community co-prosperity. The hypotheses are postulated and tested using a sample of 566respondents that were homestay customers in Taiwan The data used in this study was collected via self-administered questionnaires The study employs the structural equation modeling (SEM) technique to test the validity of the proposed hypotheses via Smart-PLS software. The results show that only four out of five sub-hypotheses are supported. The conclusion of this study provides theoretical implications and practical implications, as well as suggestions for future studies either in Malaysia or Taiwan.

Determinants of Customer Satisfaction in Takaful (Islamic Insurance) Services in Malaysia

Nazira Adnan — Sat, 08 Oct 2022 08:59:00 +0000

This study investigates the pertinent components of satisfaction variables that could help the Takaful Insurance to identify and prioritise ways to gain customers. The study employed a quantitative research approach by conducting surveys through questionnaires to respondents from two universities in Malaysia. The findings from the research proved that service quality and the role of agents are significant towards the determinants of customer satisfaction in Takaful insurance services. However, the performances of the takaful operators are found to be insignificant to the service quality. In conclusion, takaful operators need to improve and strengthen their service quality and the role of their agents as well. As for the performance of these takaful operators, customers do not rely much on it, and takaful operators should not concentrate much on this factor while offering their services.